Record Details

Analisis Service Quality di Puskesmas X Surabaya dengan Quality Function Deployment

Business and Finance Journal

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Field Value
 
Title Analisis Service Quality di Puskesmas X Surabaya dengan Quality Function Deployment
 
Creator Katias, Puspandam
Rahayu, Fuji
 
Subject quality management
service quality
quality function deployment
 
Description Abstract: As a health service provider under the management of the Surabaya City Government, the puskesmas (community health center) which is the unit of analysis is committed to improving and maintaining the services provided to its customers. In this study, the integration of service quality methods is used by measuring the perception gap and expectations of servqual measurement results which then design customer satisfaction performance through quality function deployment, the application of the combination of the two methods is expected to contribute to the improvement of puskesmas performance. The results of the study are expected to be able to objectively find the gap of each dimension of servqual and provide recommendations from the analysis of quality function deployment.
 
Publisher UNUSA Press
 
Date 2018-11-24
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://journal2.unusa.ac.id/index.php/BFJ/article/view/638
10.33086/bfj.v3i2.638
 
Source Business and Finance Journal; Vol. 3 No. 2 (2018): October; 111-126
Jurnal Bisnis dan Keuangan; Vol 3 No 2 (2018): October; 111-126
2477-393X
2527-4872
10.33086/bfj.v3i2
 
Language eng
 
Relation https://journal2.unusa.ac.id/index.php/BFJ/article/view/638/551
 
Rights Copyright (c) 2018 Puspandam Katias, Fuji Rahayu
https://creativecommons.org/licenses/by-sa/4.0